Best-in-Class IVR Saves £70k+ in Under 6 Months for London Borough of Waltham Forest

Do MORE With Communications! Waltham Forest Channel Shifts to Save £70k+ in Under 6 Months: Latest Case Study

Faced with a pressing need to find savings, the north east London Borough of Waltham Forest introduced new IVR technology from Geomant – and found that the system not only delivered tangible benefits across the organization, including an improved service, but had been one of the few ICT projects installed by a local authority to take money out through quantifiable savings!

Having made the decision to opt for SpeechAttendant, there were some initial fears about how such an automated system would be received: both by the public, and by the staff at Waltham Forest, however the biggest vote of confidence came from public feedback – or rather from a lack of it!

Benefits beyond the balance sheet include:

  • Increased Public Engagement: Callers “Self Direct” minimising agent contact.
  • More Mobile Staffing: Staff can be found more effectively when working from home by setting up call diverts.
  • Significant Improvement in Call Handling: Officers have seen a significant improvement in call handling and are able to deal with enquiries more efficiently.

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